Reservations and Tickets
Can I enter without a reservation?
Yes you can. Tickets are also available at the museum. Please purchase tickets from the museum's ticket vending machine.
Where can I buy tickets?
Tickets can be purchased on the museum's ticket website. Same-day tickets can be purchased at the museum's ticket vending machines.
How do I pay for my ticket?
[Purchasing from Museum's ticket website]: Only credit cards are accepted. (VISA, MasterCard)
[Purchasing from Museum's ticket vending machines]: Cash, QR Code, and credit cards (same as above) are accepted.
Can I make reservations by phone?
Sorry, reservations can only be made online.
Can I purchase tickets from overseas?
Tickets can be purchased from overseas.
I purchased tickets with the wrong information.
The customer information registered at the time of purchase cannot be changed. If you wish to change your information, please contact us from below.
contact us
Can I check the details of my purchase?
You can check your ticket details on the "Ticket confirmation" page of the ticket website.
To check the details of your purchase, you will need the "Order No." shown in the e-mail and your registered date of birth.
I do not know my application number.
Your "Order No." will be included in the notification email you receive upon completion of your purchase. If you cannot find the notification e-mail upon completion of your purchase, please contact us here.
Contact us
Payment
Is there a fee to purchase tickets online?
No, there is no fee.
Can I purchase tickets outside of Musée Ando à Karuizawa website?
Tickets can be purchased at the museum's reception desk or from ticket vending machines (same-day tickets only).
Can you issue a receipt?
It is possible. Please inquire at the reception desk.
Can I choose the number of payments for my credit card transaction?
Not available, one-time payment only.
Admission
Do I need to print out the reserved tickets purchased on Musée Ando à Karuizawa website?
[If you have a smart phone]
You do not need to print out the ticket.
Please enter the venue by displaying the ticket screen from the URL in the purchase completion e-mail or from the "Ticket confirmation" page on the ticket website.
[For those who do not have a smartphone]
Please print out the QR code displayed on the "Ticket confirmation" page of the museum's ticket website and bring it with you on the day of your visit. You can enter through the gate using the printed QR code.
Where can I check my purchased tickets?
You can display the QR code for the ticket from the URL in the purchase completion e-mail or from the "display" on the ticket website.
If you have not received the e-mail, please contact us through "Contact Us".
Please refrain from sending the URL for displaying the ticket in the purchase completion e-mail to any third party.
Contact us
What should I do if I don't receive my order confirmation e-mail?
If you do not receive a purchase completion e-mail, the following cases may apply.
Case 1: The mail arrived in a folder other than the inbox of the e-mail software.
The mail may be stored in a different folder due to a filter (automatic sorting function) set in the mail software.
Case 2: You have set your e-mail address to reject incoming messages.
Please set up your e-mail settings so that you can receive e-mails from @tickets.musee-ando.com.
If the above does not solve the problem, please contact us from "Contact Us".
Contact Us
If I purchase a ticket for a friend at one device, can I pass it on? Can I distribute the tickets and enter the museum separately with my friend?
By distributing tickets, you can give tickets to your friends and they can enter the venue separately.
Please select the tickets you wish to distribute from the Distribute Tickets button on the ticket screen and send it.
The distribution methods are by e-mail or LINE.
Please refrain from sending the URL for displaying the ticket in the purchase completion e-mail to a third party.
Can I cancel my ticket distribution?
The ticket can be returned to the purchaser from the screen displaying the purchaser's ticket or the screen displaying the ticket of the person to whom the ticket was distributed.
If I purchase multiple tickets, will I receive only one ticket?
Tickets will be issued for the number of people who have purchased tickets.
My cell phone is out of power and cannot display the QR Code.
Please ask at the reception desk. If you have your Order No. from the time of purchase, please also provide us with your Order No..
An error message appears during the purchase process and I am not sure if my purchase was successful.
If you have completed your purchase, you can check your ticket from the "Ticket confirmation" page. If you do not see your ticket, please try again.
Changes, Cancellations and Refunds
Can I cancel or change the date after purchase?
No cancellations or refunds will be made due to customer convenience.
No cancellations, changes, or refunds will be made in the event of disruptions or cancellations of JR, airline, or other public transportation. We ask that you please consider this matter carefully before purchasing your tickets.
Date change of the admission day is possible. Please change the date to the next day or later by 10:00 p.m. on the day of admission.
[How to change the date]
(1) Please enter your "Order No." and "e-mail address" at "Ticket confirmation" in the menu.
(2) Click the "Ticket List" button below the QR Code electronic ticket.
(3) Select the ticket for which you wish to change the date and time, and click the "Change Date/Time" button.
④A calendar will be displayed, so please select the date and time in the same way as when you purchased the ticket.
⑤When your change is completed, a confirmation e-mail will be sent to you.
Click here for details on date and time changes.
*Dates and times that have reached the number of tickets sold cannot be changed.